No Internet since 11pm PST on 9/14/25

I live in Hayward, CA and I have looked on the Xfinity outage maps for outages in my area and it says there are none, yet I have had no service since 11pm last night and here we are 8:27 am with no Internet or TV Service, my husband not happy he cannot watch his morning TV since it depends on Internet. What is funny that around 5am this morning on the outage map they claimed that there was an outage in my area and it was going to be restored around 9am PST But that information has gone as if there was not a problem, but in fact, there is. The whole complex I Live in does not have internet and also lots of neighbors on my block that I know don't have it either. I've already checked all the connections and did a troubleshoot and Xfinity assistant wants to send a tech out when this clearly is not the issue.

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sailorbear510

Contributor

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28 Messages

4 hours ago

UPDATE: As of 12:47 pm PST everything is working again and finally there is some relief. However this is not acceptable that the internet was down for 8 plus hours. Also the outage map could do better. The outage map, when putting in my address said there was never any issue but I was able to click on a bubble nearby and it showed outages for that neighborhood - Clearly that neighborhoods outage affected my neighborhood as well. How are we going to get compensation for this problem?

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XfinityAngie

Official Employee

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2K Messages

sailorbear510, Thank you for the update. I am glad your service is up and running. Also, we appreciate your feedback. It always helps us improve. Here are the steps you can take to receive a credit for the downtime.

To request a credit for a service outage, follow these steps:

Go to the Xfinity Support page.
Scroll to Outage map and credit and click Check credit eligibility.
Enter details about your outage.
Review your answers before submitting.
If eligible, a credit will be automatically added to your account.

Alternatively, you can use the Xfinity Assistant in the app or on the website to request a credit by signing in and entering "credit" or "credit for fees" .

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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4 hours ago

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EG

Expert

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113.3K Messages

8 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityEva

Official Employee

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2K Messages

7 hours ago

Thank you @EG for helping see this sooner!

Hey @sailorbear510! Thank you for using the tools online to help check into that interruption and the services. There may be multilpe interruptions or other area issues that may not show up there yet. Let's take a look directly at your account account please send us a direct message with your full name and service addeess to get started.

Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

0

U

user_4sb2fq

4 Messages

5 hours ago

I have the same issue in the same area. Last night it was “due to maintenance” expecting to complete by 2am. That was later updated to 10:45am. It is now 11:35am and claims “network damage”.

Shouldn’t it be possible to tell us what’s going on the general area of major repairs going on without needing each specific account’s info?

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XfinityAdrienne

Official Employee

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1.5K Messages

That is a great question, and we are very sorry this has been the experience @user_4sb2fq! The best way to stay up to date on the interruptions would be to follow the interruption map found here. That will have real time updates of the interruption, and ETA's. It will also be updated with any new times to restore. Please let us know if you have any other questions/concerns, we are happy to help!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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5 hours ago

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user_4sb2fq

4 Messages

Hi, the updates and ETAs have been incorrect for 12+ hours. This is why I am interested in more technical details of what was planned, what happened, and what is currently being done.

For example “road construction” doesn’t tell us if a water main broke, a road is being paved, or pothole is being patched. These details are not provided on the outage maps meant for the general public.

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5 hours ago

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sailorbear510

Contributor

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28 Messages

@user_4sb2fq Sounds like we are in the same location! Unfortunately the wireless gateway continues to be down although it shows some remote hope of coming back up. Xfinity support has been good on figuring this out but for now the outage map is the only reliable thing right now. My husband is super nervous right now that his television is not working well , we missed Kelly and Ryan and Price is Right we probably can go to On Demand tomorrow and get the episodes we missed

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5 hours ago

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user_4sb2fq

4 Messages

Update: It looks like now at 11:55am the Xfinity app is showing that my service is restored but may be affected by the larger outage.

Still no idea what happened or why it was down for 12+ hours. Did a dog explode? Did a car hit a tree? Did someone cut a cable? Was a worker drunk on the job?

Who knows.

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5 hours ago

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sailorbear510

Contributor

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28 Messages

@user_4sb2fq Mine is still down in the Jackson Triangle area it's going in and out

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5 hours ago

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Customer Service

sailorbear510

No Internet since 11pm PST on 9/14/25

sailorbear510

XfinityAngie

EG

XfinityEva

user_4sb2fq

XfinityAdrienne

user_4sb2fq

sailorbear510

user_4sb2fq

sailorbear510

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